Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group

Mashreq
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📍 United Arab EmiratesFull time

About this role

Key Result Areas

  • Conduct deep-dive RCA on customer complaints to identify patterns, trends, and underlying issues across process, system, policy, and people gaps.

  • Develop actionable insights and recommendations to address recurring customer pain points.

  • Work with cross-functional teams to facilitate process enhancement projects that improve customer experience and minimize complaints.
  • Conduct workshops, brainstorming sessions, and service recovery discussions with key business units.
  • Leverage data analytics and customer insights to support process change proposals.

  • Conduct regular coaching, Trainings and feedback sessions with complaints-handling agents based on RCA findings.

  • Lead quality assessment exercises, ensuring adherence to resolution best practices.

  • Analyze customer feedback and satisfaction scores on complaint resolution, identifying trends and opportunities to improve service recovery.

  • Develop improvement plans to increase CSAT and reduce dissatisfaction drivers.

  • Work closely with the Complaints Handling Team to refine communication strategies and enhance resolution quality.

  • Track the impact of implemented changes, ensuring sustained improvements.
  • Prepare insightful decks and reports on complaints RCA, thematic trends, and proposed actions.
  • Present findings to senior leadership and stakeholders, driving discussions on strategic improvements.
  • Provide quarterly and monthly updates on complaints reduction initiatives and their impact.
  • Weekly & monthly reporting of complaints RCA to internal teams, working group & forums.
  • Participate in Regular Agile Scrums and drive business assigned Objectives to reduce complaints and improve customer experience

Frequently Asked Questions

Is the salary disclosed for the Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group position at Mashreq?
The salary for this Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group role at Mashreq is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group position at Mashreq located?
This Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group role at Mashreq is based in United Arab Emirates. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group role at Mashreq full-time or part-time?
This is listed as a Full time position. It is posted as a Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group role at Mashreq.
How do I apply for the Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group position at Mashreq?
Click the "Apply Now" button on this page. You will be redirected to Mashreq's official application portal hosted on oraclecloud where you can submit your application directly.
When was the Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group job at Mashreq posted?
This Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group position at Mashreq was posted on Sep 30, 2026. Apply as soon as possible — early applications are often reviewed first.
Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client Experience & Conduct Group
Mashreq
Apply for this role ↗

You'll be redirected to Mashreq's official application page on oraclecloud.